Privacy Policy

1. Introduction

Dispatch EMS ("we", "our", or "us") operates the Dispatch mobile application and web platform (the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service. This application is intended for use by authorized emergency medical service personnel only.

2. Information We Collect

2.1 Personal Information

When your organization creates your account, we collect:

• Full name
• Email address
• Phone number
• Account and user identifiers
• Government-issued identification type and number, date of birth, gender, nationality, and preferred language when entered by your organization
• Role and organizational unit
• Profile or crew-verification image and professional information when required by your organization

2.2 Location Data

Dispatch collects precise location when you choose Use Current Location to fill a request. While you are signed in and assigned to an ambulance, Dispatch also sends precise and approximate location data to your organization's dispatch center, including in the background when the app is closed or not in use. This data is used to:

• Display your ambulance unit position on the dispatch map in real-time
• Enable dispatchers to assign the nearest available unit to emergency calls
• Track response times and route optimization

Location tracking runs as a foreground service with a persistent notification. It stops when you sign out or when your organization removes the ambulance assignment from your account. Location data is not used for advertising.

2.3 Health and Medical Data

In the course of emergency medical operations, the app processes patient identity and contact details, age or date of birth, address, weight and blood type, as well as health information including vital signs, allergies, medical history, assessments, medications, treatment records, signatures, and incident reports (Medical Reports). This data is entered by authorized medical personnel and is essential for patient care documentation.

2.4 Media Files

Depending on the features you use and your organization's requirements, we collect:

• Photos of accident scenes or patient conditions
• Profile or avatar images, vehicle issue photos, and inspection or checklist item photos
• Voice notes and audio recordings for hands-free documentation
• Crew identity-verification selfies required by your organization

2.5 Communication Data

Messages sent through the in-app chat system are stored to maintain team communication records. WebRTC audio and video call media is encrypted in transit with DTLS-SRTP, may be relayed through a TURN service when a direct connection is unavailable, and is not recorded or stored on our servers. We retain call-history metadata, including participants, media type, status, duration, and end reason, for operational communication records. STUN and TURN infrastructure may process network-address and connection metadata needed to establish or relay a call.

2.6 Device Information

We collect an app-specific device identifier for account and device security, plus Firebase Cloud Messaging and Firebase App Check identifiers for push delivery and abuse prevention. No advertising identifiers are collected.

2.7 Diagnostics and App Activity

To diagnose failures and maintain the Service, Dispatch automatically collects crash details, stack traces, app screen and route names, interaction breadcrumbs, and device/app metadata. Network diagnostics are limited to the request method, masked resource path, status, request ID, timing or retry metadata, and safe machine-readable codes. Query values, request or response headers and bodies, multipart filenames, and free-text response messages are not collected in diagnostic reports.

2.8 AI-assisted Voice Fill

When an authorized user chooses Voice Fill, Dispatch sends the selected audio recording and relevant form context—which may contain personal and health information—to OpenAI, acting as a service provider, for transcription and structured field suggestions. The user reviews suggested fields before applying them.

2.9 Dispatch Requests and Payment Status

Dispatch requests may include pickup and destination addresses, reporter and patient details, operational notes, estimated or final fare, currency, and paid or unpaid status. Dispatch does not collect payment-card or bank-account credentials.

2.10 Search and Mapping Data

When an authorized user searches patients, reports, dispatch requests, units, or other operational records, Dispatch processes the search text and relevant filters needed to return matching results. When a user searches for or selects a place, requests directions or an estimated arrival time, or converts coordinates to an address, Dispatch processes the place-search text, relevant addresses, precise coordinates, route endpoints, and map requests needed to provide that feature.

3. How We Use Your Information

We use the collected information exclusively for:

• Real-time emergency dispatch coordination
• Ambulance unit tracking and assignment optimization
• Patient care documentation and medical record keeping
• Team communication during active operations
• Incident reporting and audit trail maintenance
• Push notifications for new assignments and status updates
• Service improvement and operational analytics

4. Data Sharing and Disclosure

We do not sell, trade, or share your personal information with third parties for marketing purposes. Your data may be shared with:

• Your Organization: Your employer/organization has access to operational data as part of the dispatch management system.
• Healthcare Facilities: Patient information may be shared with receiving hospitals as part of standard emergency medical service operations.
• Service Providers: Firebase supports push delivery and app integrity; OpenAI processes Voice Fill audio and form context only when that feature is chosen; Google Maps/Places/Geocoding may receive place-search text, addresses, precise coordinates, route endpoints, and direction or arrival-time requests when mapping features are used; OpenStreetMap, CARTO, and Esri/ArcGIS map tile providers receive standard network data and the map tiles requested by the app; STUN and TURN infrastructure may receive network-address and connection metadata needed to establish or relay encrypted calls.
• Legal Requirements: We may disclose information when required by law, court order, or governmental regulation.

5. Data Security

We implement industry-standard security measures including:

• API and web traffic transmitted over HTTPS with TLS encryption
• WebRTC call media encrypted in transit with DTLS-SRTP
• JWT-based authentication with token refresh mechanism
• Secure credential storage using platform keychain/keystore
• Role-based access controls protect authenticated operational data; scoped share links may provide token-limited access to selected medical reports
• Selected sensitive actions and domain changes are recorded in security or audit trails

6. Data Retention

Operational data (dispatch records, incident reports, patient information) is retained in accordance with healthcare record-keeping regulations applicable in your jurisdiction. Location tracking data is retained for operational analysis and may be purged after the retention period defined by your organization's policy. Diagnostic reports are automatically scheduled for deletion approximately seven days after receipt; database background processing may delay the exact deletion time.

7. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data (subject to legal retention requirements)
• Object to processing of your data
• Data portability

To exercise any of these rights, contact your organization administrator or reach out to us at the contact information below.

8. Children's Privacy

Our Service is not directed to children as users; this application is designed for authorized professional emergency medical service personnel. Those personnel may document personal and health information about pediatric patients as part of their organization's care, dispatch, and record-keeping duties, subject to applicable law and organizational access controls.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify users of any material changes by updating the "Last updated" date at the top of this page. Continued use of the Service after changes constitutes acceptance of the updated policy.

10. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

• Email: [email protected]
• Website: https://dispatch.team1.com.sa